Enso Critical Incident Coordinator

Há 4 dias

Amadora, Portugal NOKIA Tempo inteiro

**Come create the technology that helps the world act together**

Nokia is committed to innovation and technology leadership across mobile, fixed and cloud networks. Your career here will have a positive impact on people’s lives and will help us build the capabilities needed for a more productive, sustainable, and inclusive world.
We challenge ourselves to create an inclusive way of working where we are open to new ideas, empowered to take risks and fearless to bring our authentic selves to work.

**The team you'll be part of**

The Cloud and Network Services business group is a growth engine for Nokia. Our focus is to create value for both service providers and enterprise customers by leading the transition to cloud-native software and as-a-service delivery models as demand for critical networks accelerates.

You will be supporting Enterprise customers, partners and making sure that complex incident management tickets are being resolved in an efficient and timely manner. You will be joining very diverse and dynamic team of solution engineers and contributing to maturity of EnSo Technical Care services. We expect everyone have positive mindset, be a team player and to be excited about Enterprise Solution portfolio and with strong focus on improving customer experience. Come and join our team.

**What you will learn and contribute to**

**EnSo Critical Incident Coordinator** is a highly customer-focused, operational coordinator that is responsible for flawlessly executing Incidents, world class, critical incident response operation, with a high sense of urgency. As a member of the EnSo Solution Support Care Team should have strong technical knowledge of Telecom systems and deep experience leading internal and external rapid response to complex incidents. **#LI-Hybrid**
**As part of our team, you will**:

- Ensure flawless execution of the incident resolution process, with transparent communication that drives very high levels of internal/external customer satisfaction.
- Works directly with customers as a escalation point of contact in critical emergency circumstances to provide assurance and resources as needed.
- Leading cross-functional post-incident process reviews to ensure continuous improvement of operations and execution
- Evaluates in alignment with the case owner the severity of every incoming issue, ensures that critical issues are assigned by the appropriate stakeholder with a case owner within specific SLAs, and that issues are fully handed off to the relevant team
- Addresses incoming escalations from executives and routes to the appropriate resource/teams
- Assigns out, communicates with the customer, and owns from a management perspective any new emergency case
- Manages internal communication and coordinated cross teams’ efforts in order to achieve smooth resolution

**Your skills and experience**

**You have**:

- Minimum 1 year working experience in Incident coordinator/Jr. manager role. Preferred: Work experience on Enterprise environments, or Telco in Core, RAN or Cloud Experience
- Ability to handle the network outage and drive towards restoration within defined SLA
- Ability to drive Post incident review meeting with Customer and all relevant stakeholders
- Strong Customer communication skillset and stakeholder management skills
- Technical & Management bridge handling experience
- Conflict management skills & Ability to work under highly pressurized environment
- 3rd party vendor management and escalation management experience.
- Knowledge on incident and problem management process
- Flexibility to cover 24/7 shift operations (on call/stand by support)
- Fluency in Spoken and written English

**It would be nice if you also have**:

- Good knowledge in Enterprise Solutions, nice to have min. 1 year of technical expertise in EnSo products
- ITIL certification - minimum 1st level (basic)
- Customer management Experience
- Knowledge on project management/Customer SLA Management
- Good Communication and interpersonal Skills
- Prior Experience in Global Customer Interaction
- Flexible and ready for new challenges
- Great multi-tasking skills
- Other language skills are a plus

**What we offer**

Nokia offers flexible and hybrid working schemes, continuous learning opportunities, well-being programs to support you mentally and physically, opportunities to join and get supported by employee resource groups, mentoring programs and highly diverse teams with an inclusive culture where people thrive and are empowered.

Nokia is committed to inclusion and is an equal opportunity employer

Nokia has received the following recognitions for its commitment to inclusion & equality:

- One of the World’s Most Ethical Companies by Ethisphere
- Gender-Equality Index by Bloomberg
- Workplace Pride Global Benchmark
- LGBT+ equality & best place to work by HRC Foundation

At Nokia, we act inclusively and respect the uniqueness of people.

Nokia’s employment decisions are made regardless of race, colo

  • Enso Critical Incident Manager

    Há 4 dias

    Amadora, Portugal NOKIA Tempo inteiro

    **Come create the technology that helps the world act together** Nokia is committed to innovation and technology leadership across mobile, fixed and cloud networks. Your career here will have a positive impact on people’s lives and will help us build the capabilities needed for a more productive, sustainable, and inclusive world. We challenge ourselves to...

  • IT Critical Incident Manager

    1 semana atrás

    Amadora, Portugal NOKIA Tempo inteiro

    **Come create the technology that helps the world act together** Nokia is committed to innovation and technology leadership across mobile, fixed and cloud networks. Your career here will have a positive impact on people’s lives and will help us build the capabilities needed for a more productive, sustainable, and inclusive world. We challenge ourselves...

  • Critical Information Protection Assessor

    Há 5 dias

    Amadora, Portugal NOKIA Tempo inteiro

    **Come create the technology that helps the world act together** Nokia is committed to innovation and technology leadership across mobile, fixed and cloud networks. Your career here will have a positive impact on people’s lives and will help us build the capabilities needed for a more productive, sustainable, and inclusive world. We challenge ourselves...

  • Siam Incident Management and Service Integration

    Há 5 dias

    Amadora, Portugal Siemens Tempo inteiro

    **The time to change is now!** It is time to build a sustainable future and define how we evolve through technology with purpose. At Lisbon Tech Hub we create value in the business digital transition, from Portugal to the world, and IT solutions with purpose. Our team has more than 1300 experts working in areas such as Analytics & Business Intelligence,...

  • User Information

    1 semana atrás

    Amadora, Portugal NOKIA Tempo inteiro

    Come create the technology that helps the world act together Nokia is committed to innovation and technology leadership across mobile, fixed and cloud networks. Your career here will have a positive impact on people’s lives and will help us build the capabilities needed for a more productive, sustainable, and inclusive world. We challenge ourselves to...

  • IT Operations Professional

    Há 3 dias

    Amadora, Portugal Siemens S.A. Tempo inteiro

    **What role will you play?** - Manages and supervises systems associated with Identity and Access management solutions, providing incident and problem management support. - We do act as a single point of contact enabling the end-to-end customer experience and providing 2nd/3rd line Support for Siemens DirX service within Digital People Solutions. -...

  • Health & Safety Trainee

    Há 7 dias

    Amadora, Portugal NOKIA Tempo inteiro

    **Bring your Possibility to Life; define your Career with us.** **Note: This is an internship position directly with Nokia.** **Come create the technology that helps the world act together** Nokia is committed to innovation and technology leadership across mobile, fixed and cloud networks. Your career here will have a positive impact on people’s lives and...

  • Application Support

    Há 4 dias

    Amadora, Portugal Siemens S.A. Tempo inteiro

    As Partner of Choice, our Global Business Services (GBS) center support Siemens’ companies worldwide to achieve excellence in their internal processes in areas such as Finance, Human Resources, Information Technology, Supply Chain, Customer Care and many more. We are a global powerhouse focusing on the areas of electrification, automation, and...

  • Process Owner

    Há 3 dias

    Amadora, Portugal Siemens S.A. Tempo inteiro

    At Lisbon Tech Hub we create value in the digital transition of companies from Portugal to the world. There are more than 1200 professionals working in Cybersecurity, Analytics Business Intelligence, Application Lifecycle Management, IT Project & Service Management and IT Infrastructure Management. We are a global powerhouse focusing on the areas of...

  • Cybersecurity Technology Professional

    Há 3 dias

    Amadora, Portugal Siemens S.A. Tempo inteiro

    Securing the Future Enterprise Today Our Cybersecurity team is comprised of passionate people that look at problems differently. This cadre of security specialists protects not only Siemens critical data and systems, but with our products and services we strive to positively impact society with safer modes of transportation, power generation systems,...

  • Cybersecurity Business Partner

    Há 5 dias

    Amadora, Portugal Siemens S.A. Tempo inteiro

    **Securing the Future Enterprise Today** Our Cybersecurity team is comprised of passionate people that look at problems differently. This cadre of security specialists protects not only Siemens critical data and systems, but with our products and services we strive to positively impact society with safer modes of transportation, power generation systems,...

  • Cybersecurity Business Partner

    Há 4 dias

    Amadora, Portugal Siemens S.A. Tempo inteiro

    **Securing the Future Enterprise Today** Our Cybersecurity team is comprised of passionate people that look at problems differently. This cadre of security specialists protects not only Siemens critical data and systems, but with our products and services we strive to positively impact society with safer modes of transportation, power generation systems,...

  • Security Assessment Specialist

    Há 3 dias

    Amadora, Portugal NOKIA Tempo inteiro

    **Come create the technology that helps the world act together** Nokia is committed to innovation and technology leadership across mobile, fixed and cloud networks. Your career here will have a positive impact on people’s lives and will help us build the capabilities needed for a more productive, sustainable, and inclusive world. We challenge ourselves...

  • Microsoft SQL Server Database Administrator

    Há 2 dias

    Amadora, Portugal Siemens Tempo inteiro

    We are a global powerhouse focusing on the areas of electrification, automation, and digitalization. One of the world’s largest producers of energy-efficient, resource-saving technologies, Siemens is a leading supplier of systems for power generation and transmission as well as medical diagnosis. In infrastructure and industry solutions the company plays a...

  • Cybersecurity Business Partner

    6 meses atrás

    Amadora, Portugal Siemens Energy Tempo inteiro

    **A Snapshot of Your Day**: As a Cyber Security Business Partner, you will assist on a broad spectrum of cyber security support requests from various communities, teams and individuals across the organization, helping move business activities forward. You will also participate in developing internal cyber security capabilities and communities engaging...

  • People Privacy Champion

    Há 5 dias

    Amadora, Portugal NOKIA Tempo inteiro

    **Come create the technology that helps the world act together** Nokia is committed to innovation and technology leadership across mobile, fixed and cloud networks. Your career here will have a positive impact on people’s lives and will help us build the capabilities needed for a more productive, sustainable, and inclusive world. We challenge ourselves...

  • Security Analyst

    7 meses atrás

    Amadora, Portugal NOKIA Tempo inteiro

    **Come create the technology that helps the world act together** Nokia is committed to innovation and technology leadership across mobile, fixed and cloud networks. Your career here will have a positive impact on people’s lives and will help us build the capabilities needed for a more productive, sustainable, and inclusive world. We challenge ourselves...

  • Security Analyst

    Há 3 dias

    Amadora, Portugal NOKIA Tempo inteiro

    **Come create the technology that helps the world act together** Nokia is committed to innovation and technology leadership across mobile, fixed and cloud networks. Your career here will have a positive impact on people’s lives and will help us build the capabilities needed for a more productive, sustainable, and inclusive world. We challenge ourselves...

  • 5g Core Expert

    Há 7 dias

    Amadora, Portugal NOKIA Tempo inteiro

    **Come create the technology that helps the world act together** Nokia is committed to innovation and technology leadership across mobile, fixed and cloud networks. Your career here will have a positive impact on people’s lives and will help us build the capabilities needed for a more productive, sustainable, and inclusive world. We challenge ourselves to...

  • IT Service Manager for Siemens Financial Services

    Há 3 dias

    Amadora, Portugal Siemens Tempo inteiro

    **The time to change is now!** It is time to build a sustainable future and define how we evolve through technology with purpose. At **Lisbon Tech Hub** we create value in the business digital transition, from Portugal to the world, and IT solutions with purpose. Our team has more than 1300 experts working in areas such as Analytics & Business...